Nor'West News: August 16, 2016

NOR’WEST NEWS Tuesday August 16 2016 27
EQC UPDATE KEEPING YOU INFORMED | AUGUST 2016
The changing shape of EQC
The Earthquake Commission’s work in
Canterbury is entering a new phase as
it settles the final earthquake claims for
the 2010 and 2011 earthquakes, says
EQC Chief Executive, Ian Simpson.
“Over the past few months we’ve been
looking closely at what remains to be
done and we will be carefully matching
the workforce to the work that still needs
completing.
As part of this, EQC has developed a
proposal on how EQC will be organised in
2017 to implement its work in Canterbury,
while continuing its national work.”
EQC began consultation with its staff
this week on a proposed smaller structure
for 2017.
“As we make changes over the next few
months, one thing isn’t changing: we will
retain a presence in Canterbury until we
have met our obligations to our customers.
The proposal is for an organisation with
383 positions from January 2017,” Mr
Simpson said.
The proposals for the new structure impact
the 868 EQC people on fixed term
employment agreements to December
2016 or on contracts for service.
Mr Simpson says the reduction in staff
numbers had been signalled to staff earlier
this year, with more detail given
at EQC staff update sessions in July.
He was grateful for the professionalism
of EQC staff; continuing to achieve key
milestones for Canterbury customers
during a time of change and personal
challenge.
By the end of the year, EQC’s target
is to have:
• completed all of the approximately
67,900 managed home repairs.
• settled all of the approximately 99,000
residential building claims scheduled for
first-time cash settlements.
• settled all of the more than 187,000
contents claims.
• settled green zone land claims for about
73,000 properties.
• resolved 75% of the remedial requests
we had on our books as at 30 June 2016
• cash settled 90% of the 3,118 drainage
claims we had received by 30 June
2016.
• cash settled the 13,985 damage claims
received following the series of quakes
in Canterbury between February and
June 2016.
Mr Simpson says that what remains to be
done in 2017,is to continue resolving
remedial requests on properties where
EQC has managed a repair, and continue
resolving drainage enquiries.
“The level of work left is of a much smaller
scale than the Canterbury Home Repair
Programme was designed for. We need
a smaller, fit-for-purpose approach to finish
the work,” Mr Simpson said.
“By 2017 we will have a new approach for
handling the remaining work, including
remedial requests. We’re working on the
details of this now, including talking to
Fletcher EQR. We hope we will have a
clearer picture around September,”
Mr Simpson said.
As at 31 July 2016:
• there were 238 substantive repairs left,
which we aim to have resolved by the
end of the year.
• there were 335 secondary repairs (such
as garages and chimneys) to do.
There is also a range of administrative and
financial tasks to be completed.
“I know it has not been an easy journey for
some EQC Canterbury customers. We
didn’t get everything right. I’m the first to
admit that. But EQC has worked hard to
learn from its mistakes and improve how
we work not just for Canterbury, but for all
New Zealand,” Mr Simpson said.
Outside of Canterbury, EQC needs to be
ready to respond to any future event and
continues negotiating and managing
natural disaster reinsurance for the country.
EQC will also continue settling the 5,000
to 8,000 natural disaster claims it receives
on average every year, funding research to
a tune of about $16 million annually, and
educating the public about natural hazards
and how to mitigate these.
Remedial requests
EQC has streamlined its process for handling new
remedial requests from customers received from
1 August, 2016.
EQC Chief Executive, Ian Simpson, says the new process
aims for faster resolution with customers having the
opportunity to provide information upfront and state their
preference for a cash settlement or a managed repair
where remedial work is required.
The changes have been introduced after positive
customer feedback on the process used to manage claims
from the February 2016 earthquake, where customers had
the opportunity to submit more information upfront to
enable quicker turnaround.
Many customers going through the February 2016 claims
management process are positive or very positive about
their experience. EQC is now using this approach for new
remedial requests, and customers will be asked to send in
information such as photographs and builders’ quotes.
Although cash settlement will provide a quicker
resolution, it may not suit everyone, Mr Simpson says.
“So if a customer prefers that a contractor do the work,
then EQC will arrange for that to happen. But EQC’s
Community Contact Team and independent customer
advocate groups will be available to support any cashsettled
customers who aren’t confident in sourcing their
own contractors,” he says.
Of the 5,720 open remedial requests, EQC has identified
approximately 1,500 properties that cannot be resolved
through a managed repair before 2017. The new process,
while largely designed for new remedial requests, will be
available to these customers and EQC will be making
contact with them from late August to ask if they prefer a
cash settlement or managed repair during 2017.
Customers wanting to discuss remedial requests can
contact EQC by phone 0800 DAMAGE (326 243) or email
info@eqc.govt.nz
Drainage
As at June 30 2016, EQC had 3,118 drainage damage
enquiries to be resolved. To ensure timely settlement of
these claims, EQC has introduced a panel of licenced
drain layers to identify earthquake damage.
On settlement, customers get a detailed assessment of
the earthquake damage, a documented repair strategy,
and the costing for the repair. EQC expects to resolve
90% of the drainage claims, lodged by 30 June, in 2016.
EQC is concentrating on resolving as many drainage
claims as possible that were received by June, this year.
The claims received after that date will be resolved
next year.
CONTACT EQC AT 0800 DAMAGE (0800 326 243) OR VISIT WWW.EQC.GOVT.NZ